SaaStr

FEBRUARY 16, 2023

They might give up on SMBs, or freemium, or higher churn segments. There can be room for a vendor focused just on e-commerce, or healthcare, or contact centers, or other large markets. But the thing is: As Bigger SaaS companies cross $100m in ARR, and then $1B in ARR, they stop focusing on smaller niches.

Startup 296

Startup Marketing Healthcare SaaS 296

SaaStr

OCTOBER 27, 2022

With customers in higher education, nonprofit, healthcare systems, government, and corporate enterprise business, OnBoard is the leading board management provider. Upzelo helps you fight churn and increase retention through real-time data, customised offers and better customer feedback.

Merchant Services 240

Merchant Services Payment Solutions Onboarding Payments 240

SaaStr

NOVEMBER 22, 2020

Measure leading indicators and not lagging indicators like churn. There are three main dimensions to expansion: Industry verticals such as healthcare or financial present an opportunity to effectively leverage your Go-to-Market strategy, i.e., distribution, bundling of products, etc. Market Fit.

Scale 322

Scale Scaling Technical Review Systems Review 322

SaaStr

DECEMBER 29, 2022

Shopify is seeing higher e-commerce growth at the end of 2022 than earlier, Healthcare has seen no real downturn or impacts. Worst case, they still use it and are happy, and churn less. If things are tougher for you, well they can’t be tougher everywhere. Toast says restaurants aren’t slowing down. A related post here. #6.

Sales Hiring 291

Sales Hiring Venture Capital Healthcare Communication 291

SaaStr

DECEMBER 4, 2023

About a quarter of customers do churn because of a lack of these options. During that same price increase time period, they reduced churn by 60% because of this flexible pricing structure. Customers you acquire through heavy discounting are more likely to churn in the long run. to find out what was going on.

SaaS Payments 280

SaaS Payments Payment Services Payments Payment Features 280

SaaStr

OCTOBER 20, 2022

We have a rapidly growing customer base across several verticals, particularly financial services, HR, healthcare, and education. You need an efficient way to keep your customers successful, reduce churn, drive adoption, and increase net revenue retention.

Scale 199

Scale compliance Healthcare Education 199

Intercom, Inc.

SEPTEMBER 28, 2021

It’s important that product decisions don’t neglect your wider customer base – ignoring the needs of a subset of customers is not only a churn risk, it stunts your product’s growth. As we moved upmarket, we saw strong demand from healthcare-related companies and recognized the urgency of this investment. .

Scale 249

Scale Management Sales Hiring Healthcare 249

SaaStr

APRIL 30, 2022

One is your churn. SaaS businesses have churn. Churn, think we’re all familiar with what churn is. Churn defines your average lifetime of your customer. We talked about churn. Five percent monthly churn gives you a 20 month average lifetime. MRR, obviously. Average Revenue per Customer.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

Stax

JUNE 17, 2025

She noted, “You want to grow, but you also want to make sure you’re not seeing churn on the back end of what you do.” Another promising area is specialty healthcare, which presents unique omnichannel payment needs and evolving risk profiles.

Payments 88

Payments Merchant Services Payment Solutions Payment Services 88

SaaStr

JANUARY 21, 2020

It’s an SMB SaaS company in the healthcare technology vertical. I used to think that I could go into healthcare and pull a med device rep who was selling million dollar towers on a six-month sales cycle. The last but not least sort of caveat is taking customer and the churn into consideration. Hey everyone.

Sales Recruiting 316

Sales Recruiting Sales Hiring Scale Sales 316

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology. A note about methodology.

Customer Support 223

Customer Support Trends Scale Market Research 223

User Pilot

MAY 27, 2025

In-app training and support: Deliver on-demand training for complex tasks with in-app tooltips , FAQs, and support, boosting confidence and reducing churn. Compliance-heavy industries Sectors like finance, healthcare, insurance, and government cant afford errors in their mobile apps. Contextual guidance in Whatfix Mobile.

Mobile 92

Mobile Technical Review Software Review Systems Review 92

Intercom, Inc.

APRIL 14, 2020

During a crisis like COVID-19, your business is likely making rapid decisions that will affect how your support team communicates with your customers, like how you’re: Helping customers who are on the verge of churning. Or supporting customers who are facing financial difficulties.

Scale 223

Scale Leadership Customer Support Healthcare 223

SaaStr

JUNE 16, 2020

I’m going to first talk about some of the insights that we’ve gotten from serving Salesforce Ventures portfolio companies, both in terms of what they’re seeing in the market and how bookings and churn and things like that are heading, but then also how they’re adjusting to this on their go to market strategies.

Sales Hiring 185

Sales Hiring Scale SaaS Payments Payment Services 185

Andreessen Horowitz

JANUARY 8, 2024

Our healthcare system is expected to spend over $25 billion on cell and gene therapies by 2028, according to EvaluatePharma and as shown in the figure below. So, while these therapies have the potential to change patients’ lives, they could also lead to ballooning healthcare costs.

Technical Review 22

Technical Review Payment Solutions Payment Services Healthcare 22

Valuize Consulting

APRIL 4, 2025

Time data highlights inefficiencies and bottlenecksempowering you to: Automate routine tasks Streamline processes Reallocate time toward strategic, value-driving work Predicting Customer Health and Preventing Churn: Fluctuations in time spent with a customer often signal changes in engagement.

Scaling 52

Scaling Data Healthcare Cost optimization & reporting 52

ProfitWell

OCTOBER 16, 2019

It’s the question on every SaaS founder’s lips: Is my churn rate too high? A “good” churn rate for one company might be terrible for another. Worse, comparing average churn rates across different markets and industries will leave you mired in confusing statistics and contradicting studies. What is the average churn rate?

Churn 55

Churn SaaS Payments Payments Payment Methods 55

User Pilot

JULY 21, 2024

It has significant variations across different segments, including: Industry : Retention rates vary by industry, with Fintech and Insurance leading at 57.6%, and Healthcare lagging at 34.5%. Offer consistent customer support : An in-app resource center and well-organized knowledge base reduce friction and prevent churn. HR : 41.4%

Benchmarks 105

Benchmarks Retention Healthcare Scale 105

Valuize Consulting

DECEMBER 17, 2024

Revenue-based ratios often lead to overstretched CSMs who burn out and quit, and under-supported customers who fail to achieve value and churn. Encourage cross-departmental collaboration for the fully adopted product. Identify success stories to drive advocacy.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

Chaotic Flow

APRIL 22, 2014

It’s one thing to claim that a 50% reduction in churn will result in a 2X increase in recurring revenue, but it’s quite another thing to make it happen. Achieving that 50% reduction in churn is usually a tedious and unreliable process of trial and error. Reducing churn by 30% is hard. This is about to change.

Customer Success 138

Customer Success Metrics SaaS Churn 138

User Pilot

JUNE 11, 2024

Customer churn rate : Tracks the percentage of customers who stop using the product. For instance, a KPI might be the overall customer retention rate , which is composed of metrics like month 1 retention rates and churn rates. Free-trial conversion rates : Measures the effectiveness of free trials in driving paid subscriptions.

Benchmarks 102

Benchmarks Product Marketing Metrics Marketing 102

Tom Tunguz

JULY 21, 2013

He describes the challenges faced by healthcare institutions all over the world: despite the advances in research, the most difficult part of improving care isn’t availing doctors and nurses to these breakthroughs, but changing their behavior. How do you speed the ones that don’t? ” Insights and tools must be put to use.

Product Marketing 100

Product Marketing Engagement Scale Startup 100

Tom Tunguz

SEPTEMBER 14, 2014

In addition, the company provides its customers tools to manage clinical trials for healthcare treatment approvals. And considering the revenue concentration in just a few hundred accounts, this money is well spent because churn of a few percentage points per year can reduce revenue materially.

Benchmarks 153

Benchmarks Metrics SaaS Healthcare 153

Totango

JULY 31, 2020

Prevent churn related to overly complicated setup, poor customer support, and other negative onboarding experiences. Reduce costs related to churn , acquiring new leads, and addressing elevations during onboarding. Example: Healthcare Technology Company A is onboarding a new hospital.

Onboarding 127

Onboarding SaaS Healthcare Systems Review 127

User Pilot

JUNE 11, 2025

Yet one glaring challenge remains: healthcare apps struggle to keep users engaged. In our 2024 benchmark, Month-1 retention for healthcare sits at just 34.5% , fully 12.4 Complexity of integrating new devices into existing healthcare workflows. points below the 46.9% average across industries and last in our study.

User Experience 65

User Experience Healthcare Onboarding Benchmarks 65

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero. .

VP of Engineering 98

VP of Engineering Customer Success Scale Healthcare 98

Intercom, Inc.

MAY 10, 2018

This creates an acquisition treadmill with built-in natural churn. Andrew: When you look inside any of these hyper-growth companies, what you find – and this is a good signal – is they’ve grown so fast organically they actually haven’t really needed to go super deep on the data, churn models or all the nuances.

Acquisition 224

Acquisition Marketplace as a Service Retention Startup 224

ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. They help clients uncover the right markets, opportunities, and people, so they can shape tomorrow’s healthcare industry. Onboarding Hero – VAIRKKO.

Systems Review 98

Systems Review Healthcare Scale Point of Sale 98

SaaStr

SEPTEMBER 25, 2020

You do not want a high churn sales environment. Jason Lemkin: You want a zero voluntary attrition sales team, and you want as low a churn sales team as possible. Maybe not cosmetics or pool supplies but maybe from very different industries, maybe from healthcare, maybe from all different types of things and train them.

Sales Hiring 235

Sales Hiring Sales Recruiting Scale Sales 235

ChurnZero

OCTOBER 8, 2021

We may not be saving the world from COVID (the real heroes are in healthcare), but we do try to do our part where we can,” said You Mon Tsang, CEO and Founder of ChurnZero. “We ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. About ChurnZero: .

Technical Review 98

Technical Review Healthcare Software Review B2B 98

ChurnZero

SEPTEMBER 23, 2020

“ We may not be saving the world from COVID (the real heroes are in healthcare), but we do try to do our part where we can ,” said You Mon Tsang, CEO and Founder of ChurnZero. “ About ChurnZero: ChurnZero helps subscription businesses fight customer churn. You can view the full award recipient list here. .

Technical Review 98

Technical Review Venture Capital Software Review Healthcare 98

Baremetrics

DECEMBER 28, 2020

Arguably the biggest factor standing in the way of consistent monthly revenue is your customer churn rate. Churn occurs when an existing subscription is canceled, downgraded, paused, or becomes delinquent. When talking about churn, most people would think to focus on voluntary churn (a customer cancelling a subscription).

SaaS Payments 105

SaaS Payments Payment Services Payment Solutions Payments 105

Sales Hacker

JUNE 14, 2021

They used ABM to get conversations with a healthcare products firm that serves long-term care (LTC), skilled nursing, assisted living, hospice, and VA facilities. Despite having a team-to-team call and seeing a demo, the executive buying team at the healthcare product firm was still hung-up on what to do with the rental business.

Scale 104

Scale B2B Transportation Healthcare 104

Baremetrics

AUGUST 4, 2021

When payments fail, the chances of that customer churning and not coming back drastically increases. Want to Reduce Your Churn? Baremetrics measures churn, LTV and other critical business metrics that help them retain more customers. Churn is a recurring affair when payments are not quickly recovered when they fail.

SaaS Payments 98

SaaS Payments Payment Solutions Payment Methods Payments 98

Intercom, Inc.

JULY 21, 2022

Andrew Chen: When you look inside any of these hyper-growth companies, what you find – and this is a good signal – is they’ve grown so fast organically they actually haven’t needed to go super deep on the data, churn models, or all the nuances. The second piece is to identify some of the key opportunities you want to execute.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

Chart Mogul

JANUARY 14, 2021

Mailchimp gave governments, schools, healthcare companies, and non-profits more features in their free accounts and upgraded them to their standard tier at no extra charge. Churn rate and Segmented churn rate. Churn is not unique to COVID — SaaS executives have long used churn as a barometer for health.

Technical Review 91

Technical Review Churn Payment Features Subscription 91

OpenView Labs

MARCH 4, 2021

The company struggled with poor churn and anemic expansion revenue. Once a customer has churned off the platform, it’s extremely difficult to win them back. ” Healthcare marketplace Zocdoc initially charged doctors an annual $3,000 flat fee for access to the platform. Churn has since decreased by 50%.

Pricing 85

Pricing Outsourced Development Marketplace as a Service AWS 85